Dragon Naturally Speaking e-Learning - Training

Wednesday, January 23, 2013

Olympic ambassadors to improve customer service following training

More than a third of London's Olympic ambassadors have been motivated by the WorldHost training programme to make active changes to improve customer service in their companies, a People 1st Training Company survey has revealed.

The People 1st Training Company developed the WorldHost customer service training programme for the UK market prior to the London 2012 Olympics. Originally developed in Canada, and used to train nearly 40,000 volunteers and tourism staff for the Vancouver Winter Olympics, WorldHost was used to train London ambassadors as well as tens of thousands of staff and volunteers working at the Olympic venues.

The survey of 245 London ambassadors showed that WorldHost has made a key contribution to creating a legacy of improved customer service in the UK. The survey also showed the positive impact the WorldHost programme has had on ambassadors' attitudes to customer service training. More than half of those who were employed at the time said that the training had changed their attitude to training and qualifications. Nearly three-quarters (71 per cent) of employed ambassadors also said they would now consider a career in the hospitality sector.

Sharon Glancy, managing director of the People 1st Training Company, said: "We are pleased that so many volunteers were motivated by the WorldHost training and implemented the lessons that they learnt at their places of work. It is crucial to continue the Olympic legacy of customer service and encourage people and businesses to create an outstanding customer experience."

The survey also found that gaining the qualification motivated many ambassadors to improve their performance at work with 60 per cent of volunteers who were employed at the time of training said that they gained confidence at work since being a London ambassador, while 36 per cent of employed volunteers applied for a new job or promotion.

One ambassador added: "Having had my role at work changed, I had been suffering from depression as I was no longer working with people. The training was excellent and helped me to regain my confidence in communicating with people."

A significant number of unemployed people were inspired by the WorldHost training to consider a job or career in hospitality. More than half (58 per cent) of unemployed people would consider a career in this industry after the training. The survey also found that 54 per cent of unemployed people were inspired to apply for a job after the training.


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